IT Help Desk Supervisor - Albuquerque, NM

Combine two of the fastest-growing fields on the planet with a culture of performance, collaboration and opportunity and this is what you get. Leading edge technology in an industry that's improving the lives of millions. Here, innovation isn't about another gadget, it's about making health care data available wherever and whenever people need it, safely and reliably. There's no room for error. Join us and start doing your life's best work.(sm)

We are seeking an IT Help Desk Supervisor who manages, develops & mentors the IT Service Desk and Desktop/Field Services teams within New Mexico. This role will be based in an office and require local travel to the clinics and provider office in and around Albuquerque, New Mexico 

Primary Responsibilities:

• Provide guidance on best practices, innovative solutions, and process improvements as it relates to IT Service Management and ITIL best practices in alignment with all Optum
• Monitors, assists, and conducts quality assurance for the team supporting ticket queue processes and meeting SLA compliance standards
• Maintain clear, concise, and accurate technical manuals or guides for Tier 1 & 2 support knowledgebase
• Serve as regional escalation contact for business and team
• Lead (problem management) trends & root cause analysis for incidents as it relates to IT support
• Compile and convey metrics and supporting analysis to leadership
• Ability to meet tight deadlines and multi-task, while executing projects in a fast-paced environment while performing other related duties as assigned
• Oversee a team of 8 full time staff and several contractors on the team

You’ll be rewarded and recognized for your performance in an environment that will challenge you and give you clear direction on what it takes to succeed in your role as well as provide development for other roles you may be interested in.

Required Qualifications:

• 3 years of help desk work experience with a ticket management system such as ServiceNow, Remedy, etc.
• 2 years or more knowledge and work experience in IT supporting best practices, ITIL incident management, and KPIs relating to operations
• 1 years Field Services support tier one and tier two
• 1 years or more IT work experience leading or supervising a team with direct reports of at least 5 IT support or help desk staff
• Full COVID-19 vaccination is an essential job function of this role. Candidates located in states that mandate COVID-19 booster doses must also comply with those state requirements. UnitedHealth Group will adhere to all federal, state and local regulations as well as all client requirements and will obtain necessary proof of vaccination, and boosters when applicable, prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation

Preferred Qualifications:

• BA or BS degree in IT or related field of study
• HDI or ITIL v4 Foundations Certification 
• Experience supporting customers and clients both in-person and remotely, using all tools available to accomplish the task
• Extensive experience with the MS Office 365
• Experience with SCCM, Active Directory, DNS, DHCP
• Excellent communication skills working with high level customers, medical professionals 

To protect the health and safety of our workforce, patients and communities we serve, UnitedHealth Group and its affiliate companies require all employees to disclose COVID-19 vaccination status prior to beginning employment. In addition, some roles and locations require full COVID-19 vaccination, including boosters, as an essential job function. UnitedHealth Group adheres to all federal, state and local COVID-19 vaccination regulations as well as all client COVID-19 vaccination requirements and will obtain the necessary information from candidates prior to employment to ensure compliance. Candidates must be able to perform all essential job functions with or without reasonable accommodation. Failure to meet the vaccination requirement may result in rescission of an employment offer or termination of employment

Technology Careers with Optum. Information and technology have amazing power to transform the health care industry and improve people's lives. This is where it's happening. This is where you'll help solve the problems that have never been solved. We're freeing information so it can be used safely and securely wherever it's needed. We're creating the very best ideas that can most easily be put into action to help our clients improve the quality of care and lower costs for millions. This is where the best and the brightest work together to make positive change a reality. This is the place to do your life's best work.(sm)

Diversity creates a healthier atmosphere: UnitedHealth Group is an Equal Employment Opportunity/Affirmative Action employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, national origin, protected veteran status, disability status, sexual orientation, gender identity or expression, marital status, genetic information, or any other characteristic protected by law.

UnitedHealth Group is a drug-free workplace. Candidates are required to pass a drug test before beginning employment.